The Technical Support Lead is responsible for leading, developing, mentoring and auditing the quality control for the Technical Support Team. This role partners daily with other Support team members to review open issues, provide advice, and partner on resolutions. In addition, the Technical Support Lead will identify knowledge gaps and process opportunities to address said scenarios.

They will also provide direction to team members in identifying goals and driving to resolution on issues. The lead will conduct reviews with Technical Support Engineers to ensure issues are managed appropriately and adhere to department processes and procedures. They will help deliver new solutions and implement process improvement to the Technical Support department. Additionally, they will provide mentorship and direction to team members, as well as collaborate with management on ways to provide team development and coaching.

Job Responsibilities

• Monitoring teams metrics and making sure they are following them
• Finding gaps in processes and improving them
• Mentoring team with tickets / issues 
• Monitoring queues and assisting with daily goals and conducting quality control to reduce errors to improve procedures.
• Handling escalated issues from customers.
• Working with customer resources to successfully triage Outreach support tickets
• Providing responsive and exceptional support to new and existing customers
• Supporting our Outreach customers via email, chat, and phone
• Capturing client feedback, and participating in product issue resolutions and product enhancement efforts
• Leading by example in delivery of the industry’s best customer support experience
• Assisting and guiding customer support requests to completion

Basic Qualifications

• Minimum 3 years of technical support, system implementation/administration experience
• BS degree (Engineering or Computer Science preferred)
• Prior experience in a lead role or mentoring a team
• Go-getter: You’re eager, resourceful, and put your problem solving skills to the test
• Tech Savvy: You utilize the latest tools to make your work as efficient as possible. You have a natural curiosity for the tech industry, and want to be part of a high energy and passionate team about to make history
• Quick: Energetic is your baseline and you’re a fast learner. You love to figure out puzzles and take pride in your work
• Owner: You take control of escalated customer issues from front line support staff and see problems through to resolution
• Team Player: You strive for greatness, and know that teamwork is the way to get there. You’re a natural leader, and see yourself growing as our team expands
• You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

• You’ve supported enterprise customers
• You’re a SFDC admin
• You know Exchange like the back of your hand
• You have SaaS product support experience

You have experience with the technologies we use, including...

• Outreach
• Gmail
• Zendesk
• Salesforce
• Exchange
• Slack

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen